EUD Deskside Support Technician (Lead)

NCI; Arlington (VA); On-site; USD 65,000 - 95,000; Full time

Job summary

An established industry player is seeking a Deskside Support Technician (Lead) to oversee a skilled team in delivering exceptional technical support to the Joint Service Provider user community. This role is pivotal in ensuring seamless operations and enhancing the productivity of end-users by resolving IT issues related to desktops, laptops, and software installations. The ideal candidate will have a strong background in managing technical teams, a knack for problem-solving, and a commitment to customer service excellence. Join a forward-thinking organization dedicated to empowering its workforce and making a meaningful impact in the government sector.

Qualifications

• 6+ years supporting PC hardware/software systems required.
• Ability to manage teams and prioritize tasks in high-pressure environments.

Responsibilities

• Lead a team of Deskside Support Technicians providing technical support.
• Manage schedules, attendance, and operational improvements in the Service Center.

Skills

Analytical Skills

Problem-Solving

Team Management

Communication Skills

Attention to Detail

Education

Bachelor's Degree or Equivalent

Vendor Certification (Microsoft MCP, Novell CNE)

Tools

ITIL Best Practices

Service Desk Platform

CompTIA Security+

HDI Desktop Support Manager

Job description

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2022 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Empower AI: As the Deskside Support Technician (Lead), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be responsible for managing a team of highly qualified professionals and interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities:

• Manage a team of Deskside Support Technicians providing technical support for system users.
• Create work schedules, update the front-end voicemail when necessary, complete the daily attendance and shift handoff reports, and provide ideas for improvement in daily operations of the client Service Center.
• Design, analyze, and maintain highly complex enterprise infrastructure environments.
• Assist with customer inquiries and have a working role on the team.
• Organize training sessions for staff on the usage of new software/applications and hardware.
• Carry out diagnosis and repair of network-related problems.
• Maintain and preserve computer inventory and surplus equipment.
• Ensure desktop computers interconnect seamlessly with various systems.
• Preserve passwords, data integrity, and file system security for the computing environment.
• Implement upgrades on systems to guarantee longevity.
• Diagnose and repair hardware and network connectivity issues.
• Support technical upgrading and maintenance of entire desktop systems.
• Assist in testing and deployment of new applications and systems.
• Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
• Utilize ITIL best practices to enhance and optimize the services provided to end users.
• Develop and provide regular Service Desk metrics reports.
• Manage the implementation of an enterprise knowledge base and knowledge management best practices.
• Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.
• Resolve customer issues effectively or escalate them to appropriate support tiers.
• Work with management in assessing staff performance/reviews/changes.
• Manage Service Desk resources for optimal performance.
• Assist in the professional and technical development of the team.
• Meet customer requirements for Service Desk performance.

Qualifications

Requirements:

• Clearance Required: US Department of Defense (DOD) issued Secret clearance.
• Proven analytical and problem-solving abilities.
• Ability to manage teams of technicians.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.
• Required Experience: 6 or more years of professional experience supporting PC hardware and software systems.
• Required Education: Bachelor’s degree or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE.
• Certification: CompTIA Security+ AND HDI Desktop Support Manager or A+ related certifications relevant to personnel roles/responsibilities.

Physical Requirements:

• Sitting for long periods.
• Standing for long periods.
• Ambulating throughout an office.
• Stooping, kneeling, crouching, or crawling as required.
• Repeatedly lifting and carrying weight up to 50 pounds.

About Empower AI

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Empower AI is a VEVRAA Federal Contractor.